Training And Quality Coordinator H/F

Your Mission As a Quality & Training Specialist, you'll play a key role in elevating the performance, expertise, and service quality of our Customer Operations teams. You'll work closely with internal Customer Relations teams, external call-center partners, and cross-functional stakeholders to ensure a seamless and high-quality customer experience while continuously improving training and processes. Your key responsibilities will include: - Design and deliver impactful training programs to drive agent upskilling and ensure consistent service excellence across internal and external teams. - Collaborate with call-center partners and internal stakeholders to monitor performance, apply best practices, and ensure full alignment with procedures and brand standards. - Analyze and optimize service quality, leveraging KPIs (NPS, response time, handling duration, tool usage) and customer feedback to identify areas for improvement. - Maintain and enrich training and knowledge content, ensuring resources are up to date, accessible, and engaging. - Foster a culture of quality across all teams by sharing insights, leading workshops, and implementing corrective or improvement actions. - Drive continuous improvement projects, staying informed on customer service and travel industry trends to strengthen efficiency, productivity, and customer satisfaction. - Travel regularly to visit and support our external call-center partners abroad, ensuring alignment and operational excellence on the field.Qualifications What We're Looking For We're looking for a team player who's passionate about learning, quality, and customer satisfaction - someone who combines training expertise with a hands-on mindset and strong communication skills. Your profile: - Proven experience in training, learning management, or customer relations, with a solid understanding of service quality and customer satisfaction. - Strong communication and writing skills, with a real appetite for content creation and knowledge sharing. - Excellent synthesis and organizational abilities, able to manage multiple priorities with autonomy and precision. - Confident in leading training sessions or workshops, and comfortable working collaboratively in a project-based environment. - Tech-savvy, at ease with CRM tools, back-office systems, collaboration platforms, and the Office suite. - Fluent in English (daily exchanges with international teams); knowledge of another European language (Spanish, Italian, German, etc.) is a plus. - Experience in the travel or tourism industry would be a strong asset. Additional Information Our Recruitment Process We believe in a fast, transparent, and human recruitment process. Here's what you can expect: - Call with a Talent Acquisition Partner (30-45 min): Get to know each other We'll share more about the role, the team, and our culture. - Business Case: A practical exercise to showcase your analytical mindset, and strategic thinking on operations topics. - Manager Interview (60 min): Meet your future manager to deep dive into your experience, missions, and ways of working. - Chief Operations Officer Interview (60 min): Meet your future COMEX member to align on expectations, culture, and long-term impact. Location : Aix en Provence, France Start Date : The sooner, the better Contract Type : Full-time / Permanent You'll Love Joining Us Our HQ in the South of France offers an exceptional environment - natural, cultural, and digital - on a modern and eco-responsible campus. Prefer flexibility? We offer a hybrid model for all other positions with 3 mandatory on-site days per week plus 4 fully remote weeks per year. Put meaning back into your work and join a unique ecosystem that connects worlds often far apart: business, sports, education, and social impact, through projects like Ecole des XV, Provence Rugby, VP Green, Les Tremplins, and Chez Pierre. Forget your gym subscription Access our large on-site fitness center morning, noon, and night - or challenge your colleagues to a padel match on our private court. Live to the rhythm of Voyage Privé's signature mix of business and fun: Company Breaks, Carnival, Annual Convention, meetups and talks plus free tickets to every Provence Rugby home match and live music nights at the Dalida Institute. And because travel is in our DNA : enjoy up to 20% off our exclusive getaway offers. Join us and make your next career move a journey worth taking.